Complaints

This profile includes complaints for Great Wolf Lodge's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Great Wolf Lodge

  PO Box 50 Wisc Dells, WI 53965-0050

• 

  Great Wolf Lodge

  1400 Great Wolf Drive Wisconsin Dells, WI 53965

• 

  Great Wolf Resorts, Inc.

  4600 Milan Rd Sandusky, OH 44870

• 

  Great Wolf Lodge Southwest Florida

  3900 City Gate Blvd N Naples, FL 34117

• 

  Great Wolf Lodge

  Gurnee, IL 60031

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/09/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid an exorbitant amount for a stay ranging from July 30th - Aug 5th. Part of the advertisement guarantees "Free, fast WiFi throughout the lodge" is "always included when you stay with us" which is a flat out lie. I clocked it at less than 3Mbps, by a wide margin at some points, which is why the kids couldn't even watch ******** which has one of the lowest bit rate requirements of any streaming service. ****** plus would be a pipe dream. It took well over 2 hours to get 30min into a ***** as an example. This wasn't a single day either, this issue was consistent issue. I contacted the front desk numerous times about the issue, and was polite, but was given the response, "well you have access to the water park." Great, but that isn't what I'm talking to you about you indifferent tool bag. Besides, the park closes at 8pm, that doesn't do anything for me. The new Mario ***** and Guardians of the Galaxy 3 came out and the children wanted to watch it after the water park. What if I had tried to work my management consulting job from here based on your guarantee? Thankfully I took the week off.I am considering filing false advertising charges since I clocked their internet speeds and took videos of the issue in action. I wouldn't usually do something so dramatic but I have the resources to do so and their attitude about my legitimate complaints regarding what was advertised merit legal action. The attitude adjustment desperately needed by the evening manager that Thursday needs to be a addressed. She acted like my concerns were illegitimate and asinine, which motivates me further towards a lawsuit for false advertising. I would upload the videos and pictures with this complaint but I'm still on their Wi-Fi at the moment and I'm also limited to less than 5Mb uploads here. I'm happy to share them with GWL corporate. Blatant impudence and a snide tone, I imagine that's not what GWL expects from their managers when resolving customer issues. We'll see how ********************** handles it

  Business Response

  Date: 08/30/2023

  Good morning, 

  We are unable to provide as resolution as the lodge has not responded to the request yet. A follow up request for a response has been sent on 8/30/23. We will provide more information as it becomes available. 

  Customer Answer

  Date: 08/30/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:08/08/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was charged for two nights that I didnt stay and so I was charged double

  Business Response

  Date: 08/10/2023

  In an effort to help, we will require a few more details. Could you please provide the confirmaiton number for your reservation? 

• Initial Complaint

  Date:08/01/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Safety issues Health concerns HORRIBLE CUSTOMER SERVICE my daughter was hurt on your property and your employees did not help at all- I have attached the list of issues as well as if you need any proof email me as I have pictures and videos. Ive tried to talk to customer service and received ZERO responses.

  Business Response

  Date: 08/08/2023

   

  The guest was contacted by the property, here is the response: 

  Hello **** Family,
  
  Thank you for speaking with us this morning and giving us the opportunity to address your concerns regarding your previous experience. We are currently taking care of the opportunities you raised and discussed arrangements. You can expect a follow-up call/email, as well as a copy of your billing statement. 
  If you need any further assistance, please don't hesitate to contact me directly. 
  We are excited to welcome you back to our location for your next stay. 
  
  Thank you.

• Initial Complaint

  Date:07/24/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We ordered a family game package at great wolf for my sons birthday. In the box was a rolled up poopy diaper. We touched it not knowing what it was. Our kids could have been the ones to open it luckily it was us. The box was wet and soaked thru into our bed within the 30 seconds we had it put down. The lobby ladies laughed when it was brought back. Wont refund the stay. Isnt this a health hazard?

  Business Response

  Date: 07/25/2023

  Guest recieved the following compensation while on property: Game Night Package, Complimentary first night stay, and 5 Build a Bears. 

• Initial Complaint

  Date:07/23/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A gift card for Great Wolf Lodge in the amount of $500 was purchased in 2020 and given to us as a gift. In june 2023 I attempted to use the gift card and was told the funds were removed from the card by the state. I called and emailed Great Wolf numerous times and no one was able to tell me which state or how to get the funds back. The funds should never have been removed from the gift card under the Credit Card Act of 2009. Great Wolf can see the funds were removed in error and will not replenish the gift card or book a room knowing the amount of the funds. I have emailed customer service and left numerous voice messages asking for assistance and no one will help me. Gift card # is ********************* Case number opened at Great Wolf then closed ********

  Business Response

  Date: 07/26/2023

  The process of Escheetment happens after a period of time, in this case three years, in which the funds remained unused. Before escheetment occurs, the purchaser of the card is contacted and provided the option for a refund or a reissue of the card. There a time frame to respond, if no response is recieved, the funds then go to the state. The length of time between purchase and escheetment is determined by the state in which the purchaser resided at the time of the purchase. 

   

  This is a resource to locate and claim unclaimed funds.  

  www.treasurydirect.gov

  Customer Answer

  Date: 07/26/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Under the Credit Card Act of 2009 it is against federal law to remove funds from a gift card under 5 years of the time of purchase regardless of the state.  Your response states that in 3 years the funds are removed if unused, however, it was only 2 1/2 years from the time of purchase that the funds were removed.  No where on the gift card nor on your website does it state this.  Further, at the time of the purchase and for much of the duration of that 2 1/2 year time period, our world was in a pandemic in which no one was traveling, etc.  I am shocked that this is how this issue is being handled by Great Wolf.  This can be easily remedied without me needing to go to a state treasury site with unclear directions to continue to deal with this.  The purchaser, unfortunately, was in poor health during the time the notification was presumably sent, therefore as the gift recipient I am the one attempting to resolve this issue.  Great Wolf needs to make this right by either issuing me a new gift card, allowing me to book a room within the gift card amount or crediting back the gift card.  
  
  Regards,
  
  ***********************************

• Initial Complaint

  Date:07/14/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We stayed in the Great Wolf Lodge in ****************, ******** between July 9th to July 12, 2023, Room 404 and Room 405. Great Wolf Lodge didn't service our room to the conditions that are part of their normal duties. We never had room service through out our whole stay. We asked multiple times for clean comforter as ours had soda spilled on it hours after we got there. Asked at least 6 times but never got a clean comforter or clean towel until the night before we left. The snack bar ripped us off 3 $6 drinks, we never had our trash dumped, and was treated multiple times very poorly. This was a horrible stay and at $600 a night with the resort fee it's highway robbery. We reached out multiple times to the font desk and their online customer service and they refuse to contact us. Great Wolf lodge treats bullied my Autism son and we found the employees t o sometimes have questionable behavior. This place is a disaster.

  Business Response

  Date: 07/17/2023

  Dear *****, 

  We thank you for choosing Great Wolf Resorts and apologize for the dissatisfaction encountered during your stay.  For security purposes, please provide the confirmation number of your reservation and the email address it was booked under. 

  Thank you. 

  Kind regards, 

  ******** 

  Service Performance Coach 

  Customer Answer

  Date: 07/17/2023

   

  Our confirmation # is ******** and I think it was booked under my wifes email which is *********************** There are a lot more issues with our stay then I listed in the original complaint with BBB. We slept all 3 nights with a soda covered comforter,  we finally got clean towels out last night of out stay but requested them regularly, this was also the same case with trash bags. I had a ****** nose and we ran out of both tissue and toilet paper on out last morning of out stay at 5am. The snack bar bullied my Autism son thinking he was trying to get free soda. What actually happened is your snack bar had 3 different soda's that was out of syrup. Our room never got serviced, never but we requested it. There was only 1 working tube on the tornado on Tuesday making the ride take over a hour wait time to ride. Employees cussing on how hot working condition were or giving bad looks if you ordered something complicated. Throughout our stay it got old listening to the employees complain about their employer. Lastly, no issue with the smoke alarms going off but concerning they didn't go off in any of the hotel rooms. You could totally tell the lack of prep,  organized and lack of management during the fire alarm. My son again had better or more organized info and was the person who notified us of the alarms going off. The confusion of all your guest receiving the text that the alarm was over and they could reenter the hotel when they didn't even know about the fire alarm going off was amazing to see. We slept on dirty linen, was accused of stealing soda when it was your fault, ran out of toilet paper and tissue resulting in staining a favorite t-shirt, bathed in dirty towels, paying for 3 soda's but never got one worth drinking, a balcony that was next to HVAC equipment running regularly, no effort on moving us rooms when requested in the first 30 minutes of arriving, a/c that just couldn't keep our room to a cool 70 degree's and employees consistently sharing unhappiness. Dream vacation you can see.  Sincerely, ***********************
  

   

   

   

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***********************

  
  

  Business Response

  Date: 07/22/2023

  Guest concerns were addressed with the managment team during the stay.  The guest was provided $100 discount per night for 3 nights as compensation while on property. No other compensation will be offered. 

  Customer Answer

  Date: 07/24/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed .

  Wow. I'm glad to see the compassionate response from Great Wolf Lodge about our awful experience. Pretty much sums up how their staff really care for thier customers.  The $300 credit was given because with the first 20 minutes we requested to be moved rooms. No matter it was 4:30pm(check in time) they stated they had no rooms to move us to. They credit use the $300 for the lack of moving us rooms. No credit was ever given for sleeping on a soda cover comforter no matter we requested it to be changed numerous times, no room service the whole stay, no clean towels or even trash bags, Running out of toilet paper and tissues at 5am in the morning(using my own t shirt as tissue), harassing my Autistic child because the staff thought he was trying to get free soda, the lack of a fully working a/c system, the lack of tubes in the water park and so much more. When you stay at a hotel, this usually is part of the stay.

  Like I said previously, emplyee moral is poor as you can see how the response was wrote. No sorry, no effort in making it right, no care for thier customers. Did you even reach out to check and see if the fire alarms were fixed in the room? When I stay at a hotel, which I do often, I expect to sleep in a clean bed, have a clean towel and not have trash piled up to table height. All I asked was for trash bags and towels so I could do it myself but never got that till the night before we left. 

  We did our part, we showed up, paid our bill, and left the room clean. Great Wolf Resort did nothing on their part but supply frustration and broken promises. 

  Regards,
  
  ***********************

• Initial Complaint

  Date:06/29/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We booked a stay at great Wolf Lodge dells for 6/27-6/29. We requested an upgrade but we're never granted it. We expected the outdoor portion of the water park to be open as that is what is advertised. They closed the outdoor side for both days we were there even tho ****'s ark right down the road stayed open. When sending messages thru their text ******** all we got was a sorry. I asked for a discount off our stay or free amenity or something but was met with "sorry". Our first time at a great wolf lodge and honestly doubt we will try any others. The food was crazy high prices, arcade games were high, everything you have to pay extra for and the beds were not even comfortable. There were stains on the carpet of our kid log cabin room, the garbage can have old rotting food stuck under the garbage bag and windows to the balcony were covered in finger prints and sticky stuff when we arrived. We asked for bedding for the pull out couch and we were dropped off a blanket....but no sheets. We requested again the 2nd day bedding and finally they got it right. For the cost, what we received was not okay.

  Business Response

  Date: 07/06/2023

  Dear *****, 

  We thank you for choosing Great Wolf Lodge and sincerely apologize for any dissatisfaction encountered during your stay.  Our guest services team has confirmed they have been in contact with you to discuss the matter and provide compensation that was agreed upon, this compensation has been refunded back to you today.  Please note, it may take **** business days to reflect back on your account depending on your bank/card holder. 

  We hope to have the chance to welcome you and your family back at a later date. 

  Thank you. 

  All the best, 

  ******** 

  Service Performance Coach

  Customer Answer

  Date: 07/06/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *************************
  

• Initial Complaint

  Date:06/29/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We stayed at the Great Wolf Lodge in *****, **** from 6/26-6/29. Our total bill was $1088.26. On the second night of the stay we had to report the room above us due to noise complaints. This continued until we left on the morning of the 29th. The lodge told us they would have security talk to the room a few times but this never helped. The running, stomping, and jumping continued into all hours of the night including hibernation hours. The first night we complained they said they would allow us an extra hour to check out so we could rest. But this was ridiculous bc you cant rest with that kind of noise. The second night we complained more than once bc the noise was terrible and by then we were exhausted. They refused to let us talk to a manager. They said the best they could do was one would call us in the morning. A manager never called. At 1 am they said we could get a key to a different room and trade rooms. We cant pack 3 kids up and all of our stuff at 1 am. We werent the ones breaking the rules. This is the worst stay at a hotel weve ever had.

  Business Response

  Date: 07/13/2023

  Dear *****, 

  We thank you for choosing Great Wolf Lodge and apologize for any issues encountered during your stay.  Our management team at the lodge has tried getting in contact with you at the details noted on your reservation but have not been able to reach you.  If you wish to discuss this matter further please contact our team back via the details left in the voicemail. 

  Thank you. 

  All the best, 

  ******** 

  Service Performance Coach

• Initial Complaint

  Date:06/26/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To whom it may concern. On Saturday June 3rd I checked into the Great Wolf Lodge Located in **********. I was charged a 100$ fee and was told it was only a hold for incidentals and that it would be refunded within 10 business days. We are well past that. Everyone I speak with at the lodge tells me its going to be released on their end and I should see it back in my bank account. I do not. I can provide bank statements if needed showing the charge and showing there has been no refund. This is unacceptable. Reservation code ******** Case # ********

  Business Response

  Date: 07/05/2023

  Dear ***************************, 

  We thank you for choosing Great Wolf Lodge and apologize for any frustration caused.  We have reviewed this matter and verified the authorization was released on June 3, 2023, we have attached a receipt of the void for reference.  Please note, authorization releases will not show as a refund on your account as the authorization will just fall off and no longer show on your account.  If the authorization is still showing please provide a screenshot so we may review further. 

  Thank you. 

  All the best, 

  ******** 

  Service Performance Coach

  Customer Answer

  Date: 07/10/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Hello **, Great Wolf Lodge charged my debit card and the 100$ withdrew on 06/05.  The void did nothing and no refund was received by my bank.

   

  I've attached a screenshot of the debit.  I opened a claim with my bank as well because your institution never refunded the funds as promised. 
  
  Regards,
  
  ***************************

  Business Response

  Date: 07/13/2023

  *************, 

  Thank you for providing the requested screenshot.  We kindly suggest providing the previous screenshot we sent to your bank to show them the pre authorization has been voided out and should be removed from your account.  Alternatively, if further support is needed we could arrange a conference call with you, your bank, and ****************. If you wish to set this conference call up please email us directly at *******************************************. 

  Thank you. 

  All the best, 

  ******** 

  Service Performance Coach

  Customer Answer

  Date: 07/17/2023

  Hello **,

   

  I provided the void screenshot you gave me to my bank's fraud case since your void created no action I had to dispute the charge.  
  
  [Please type your response here.]
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:06/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I stayed at the wolf lodge with my family back in May of 2022. They were my favorite and I never had an issue an issue until my husband fell from step sharp metal stairs with my new born from the top to the bottom over by the food court area. At first they tried to lower me in with free food. He never got the proper medical care of follow up attention they did not even offer any urgent care or ambulance assistants. I have times dates and names to the whole incident. Keep in mind they offered to reach out after but never did. It ruined our stay and he couldnt even enjoy any attractions walk or care of our kids after the incident. We have lost out on job opportunities and waisted money out of pocket for him to get better due severe foot damages. I later within the year called to inform them and they brushed me off with a comp stay, now almost a year later I called to reexplain in hopes they would care or provide some type of attention towards the matter. Instead of always promised a call back and some how I need to be addressed by a different department and not the lodge it self?? I would like to just request a full refund for the time stayed as compensation bare minimum the stay was ruined and my kids did not deserve the poor service when assisting hard working tax payers for medical assistance.

  Business Response

  Date: 06/15/2023

  Dear *******, 

  We sincerely apologize for the incident encountered.  Upon our review an initial compensation of a complimentary one night stay at our *************** location was offered and you requested the compensation be a two night stay at our ****** location which was granted.  This complimentary stay was utilized in September of 2022.  As compensation has previously been provided for this matter we are not able to provide any additional compensation. 

  Thank you. 

  All the best, 

  ******** 

  Service Performance Coach